Currently, over 53% of the global population and almost 87% of people in developed countries have access to the internet. Importantly, each user is increasingly “connected” given the proliferation of mobile devices. As a result, the digital marketing industry has grown at an average rate of 17% from 2014-2019, according to IBIS World, as businesses look for new ways to engage their customers. Recently, the integration of AI and machine learning into customer service tasks has been trending. It allows for the automation of some processes, enabling a more efficient process structure that benefits the customer, as well as customer service agents. COVID-19 has forced many consumers to establish spending habits in the e-commerce space, which will ultimately drive growth in the Digital Agency space.